Product Operations Lead, Airbnb
Trust
$103-121k
More information about location
Community marketplace for holiday accomodation
Be an early applicant
Community marketplace for holiday accomodation
1001+ employees
Be an early applicant
$103-121k
More information about location
1001+ employees
Company mission
To create a world where anyone can belong anywhere.
Role
Who you are
- 6+ years experience or 2+ years experience with relevant education that provides similar experience
- Excellent interpersonal and communication skills, and presentation skills
- Excellent problem solving, critical thinking, analytical, ability to organize and work independently with rapidly changing priorities
- Strong investigative ability, organizational, and analytical skills
- Ability to detect vulnerabilities in existing and new products or features
- Desire to work in fast-paced and rapidly changing environment. Ability to multitask, learn and adapt to new technologies
- Ability to remain calm in time sensitive situations; able to prioritize and respond to cross-functional team needs
- Ability to analyze data for patterns and detail oriented: you do your due diligence when completing an investigation
What the job involves
- In the Product Support Job Family, you will provide subject matter expertise and analytical skills to connect operations and product initiatives specific to your Specialization(s) and cross functional team(s)
- You liaise between your Specializations cross functional teams (Including Product, Data Science and Engineering) and Trust Operations
- You work to improve alignment and communication between the two
- You represent and advocate for your respective Operational roadmap & agenda, along with your respective working group roadmap to inform and prepare for Product initiatives
- You communicate the impact of Product changes & launches to your Operations teams, as well as ensure Product understands the operational impact of any changes and launches
- You will drive improvements to our defenses and detection by identifying areas of product and operational efficacy and accelerating product improvement by building a robust feedback channel between Trust frontline teams and Product, Engineering and Policy teams
- You will champion a comprehensive roadmap to drive efficiency and efficacy in our operations and move the needle on accuracy, efficiency, and fraud prevention
- You work to identify operational efficiency and efficacy by worktype and work with other Trust Ops teams, Product Management, Engineering, CS, Policy teams to define the right strategy and help operationalize it
- Work as the central POC between Product and Operations with increased scope and complexity within specialization(s) including an expanded senior stakeholder group
- Works with a moderate level of guidance and may provide informal guidance to new team members
- Liaise between Operations and Product, balancing the needs of both as you support Initiatives based on Trust priorities (e.g. platform impact, business priorities, worktype volume, users impacted, revenue impact, and other relevant metrics)
- Employ a thorough understanding of Ops Capacity, metrics and trends throughout Product planning and projects
- Employ knowledge of Product defenses, changes and launches, to improve and streamline the end-user journey and experience, product performance and workability and Operations agents’ experience
- Maintain working knowledge of all operational products that fall within your remit
- Identify and drive product enhancements, bug fixes, and Ops requirements within your cross functional team(s)
- Drive material impact in efficiency and fraud/risk efficacy metrics, including accuracy and speed of decision-making, by using your deep analytical and technical skills
- Advocate for Operations
- Own Communication between Operations and Product, ensuring awareness and clarity around initiatives, launches, challenges and requirements from both
- Build relationships with Product Managers, Data Science and Engineering teams supporting your Specialization and act as their point of contact for Operational insight
- Participate in Product planning cycles, strategy sessions, and launch discussions with other Trust and business teams
- Ensure product-related bugs are vetted, reported, and prioritized for resolution by the Product team
- Work with Project and Program managers, as well as cross-functional Ops teams to ensure that your assigned Product initiatives and launches follow the formal project lifecycle, are incubated or piloted (when appropriate), and operationalized for launch
- Vet and support iteration on product solutions and Ad-hoc Operations processes for emergency situations that require immediate attention and mitigation
- Identify, request, and follow-up on support and resource requests to cross functional teams including: SMEs, Trust Analytics, and Knowledge Management
- Manage Root Cause Analysis requests by resolving them yourself or, due to volume or other factors, by requesting appropriate support and keeping stakeholders informed throughout the process
- Input, and provide feedback on ideas for scaling and use of technology to the Frontline Tech, Ops Tech Scalability and front line Operations teams in order to continuously improve metrics
- Explains and simplifies complex information surrounding the end to end flow from Product defenses to agent workflow
- May assist in managing and improving team processes, such as vetting and triaging incoming work requests
- Influential in Trust planning and similar activities
Our take
When Airbnb was originally founded, the product helped customers book air mattresses on people's apartment floors. Since then, Airbnb has had over a billion customers hosted through its platform. With more than 4 million registered hosts worldwide, it has grown into a major player in the hospitality sector.
Airbnb has been successful in disrupting the traditional holiday lettings sector. Before it existed accommodation was limited to hotels and bed and breakfasts, but Airbnb has mainstreamed the idea of renting out spare rooms or even entire homes. It has created a new sector of hosts purchasing properties to rent out on the platform and provides a level of flexibility and a range of offerings not previously possible for travelers.
Perhaps a victim of its own success, by 2022 supply of Airbnb-listed properties began to outstrip demand in some markets, as hosts overestimated the appetite for domestic travel. However, the company is still posting strong financials and has unveiled new tools to support its hosts in a tougher rental market. With a healthy bottom line and a huge user base, Airbnb is very likely to overcome the current market turbulence and continue its growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
25% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Apr 2020
$500m
GROWTH EQUITY VC
Mar 2017
$447.8m
SERIES F
Total funding: $3.8bn
Company benefits
- Paid volunteer time
- Health food and snacks
- Generous parental and family leave
- Learning and development
- Annual travel and experiences credit
Company HQ
Showplace Square, San Francisco, CA
Leadership
Brian Chesky
(Co-Founder & CEO)Previously an Industrial Designer, studying at Rhode Island School of Design.
Nathan Blecharczyk
(Co-Founder & CSO)Studied Computer Science at Harvard, and had around 4 years of professional Software Engineering experience before founding Airbnb, including interning at Microsoft.
Joe Gebbia
(Co-Founder)Also studied Industrial Design at Rhode Island, and previously founded various design-related startups
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